Senior Journey Designer/Team Leader - Heidelberg

Are you an experienced Inbound Tour Consultant with experience supervising staff working for a Travel Destination Management Company looking for a position closer to home on the East Rand of Johannesburg?

My client has a position available. Other possible hybrid locations available but prefer East Rand.

The purpose of the role:

In the role of Journey Designer – Team Leader is to provide guidance, inspiration, and training to the Consultant Team and boost sales by nurturing key account connections. It is paramount to guarantee efficiency and profitability with an emphasis on outstanding service and customer-centric experiences.

Experience required:

Must have a minimum of 5 years inbound consultant experience in Southern & East Africa (luxury market)
Must have a minimum of 2 years in a managerial / supervisor role
Tourplan proficiency
Duties include:

Reservations:
Monitor team quoting and operational accuracy for excellence
Distribute workload and oversee quotation checks
Guide the team to achieve goals, deadlines, and sales targets
Support system use and process optimization
Drive profitability through margin control, sales training, and upselling
Improve service/products through customer feedback communication
Assist consultants with queries on received complaints
Possess excellent understanding and experience working on TourPlan
Team Leadership:
Determine the number of consultants required with management
Define specific requirements, create job descriptions, and participate in interviews
Maintain records of leave/off days/additional days worked
Foster motivation, team spirit, and open communication
Establish clear staff targets, conduct appraisals, and participate in disciplinary procedures
Develop and support staff, ensuring proper onboarding
Develop a system to manage remote consultants
Sales:
Cultivate excellent agent, supplier & guest relationships
Guide the team through the customer journey and exceed sales targets
Investigate and understand customer and operators’ business requirements
Accounts:
Oversee adherence to processes in invoicing, Paper trail, etc.
Assist the team in resolving account queries
Demonstrate an understanding of cost, profit, net, and gross selling prices
Manage the reconciliation of cancelled tours
Additional Duties:
Stay aware of competitors’ products
Participate in occasional educational /familiarization travel
Demonstrate excellent communication skills and customer care
Provide input to the Management decision-making process